Travel Contact Center Team Lead: Coaching & Performance

JPMorgan Chase & Co.; Heathrow (FL); On-site; USD 52,000 - 75,000; Full time

Job summary

JPMorgan Chase & Co. (Chase Travel) seeks a Travel Contact Center Team Lead to guide a team of travel advisors, ensuring quality, customer outcomes, and productivity. You will coach daily performance, oversee quality standards, and align efforts with organizational goals.

The role requires onsite work, strong communication, and leadership in a fast-paced travel service environment with opportunities for training and development.

Qualifications

• High school diploma or equivalent experience.
• 1 year of experience in a contact center role.
• 1 year of people leadership experience (e.g., team lead, supervisor, or similar).
• Strong written and verbal communication skills.
• Proficiency in Microsoft Office (Outlook, Word, Excel).
• Ability to work onsite as scheduled.
• Flexibility to work assigned schedules during operating hours, including evenings and weekends, and to attend training as scheduled.

Responsibilities

• Lead daily workflow, queue coverage, and quality execution for a team of travel advisors
• Coach team members through real-time support, feedback, and performance conversations
• Monitor calls and complete quality assessments aligned to established guidelines
• Track and drive performance against operational goals and key performance indicators
• Partner across functions to capture, share, and act on insights for training and process improvement
• Facilitate team meetings to reinforce best practices, updates, and expectations
• Support interviewing, hiring activities, and onboarding for new team members

Skills

Communication

Microsoft Office

Education

High school diploma

Tools

Microsoft Office Suite

Job description

JPMorgan Chase & Co. (Chase Travel) seeks a Travel Contact Center Team Lead to guide a team of travel advisors, ensuring quality, customer outcomes, and productivity. You will coach daily performance, oversee quality standards, and align efforts with organizational goals.

The role requires onsite work, strong communication, and leadership in a fast-paced travel service environment with opportunities for training and development.